Malik B. Shinn
Orlando
Summary
Dynamic professional with proven expertise in customer support, recognized for efficiently resolving issues and significantly enhancing client satisfaction. Strong collaborator thriving in team environments, readily adapting to changing demands while maintaining a focus on excellence. Proficient in communication, problem-solving, and leveraging CRM software to deliver impactful results. Committed to continuous learning and skill enhancement, ensuring a reliable, results-driven approach that consistently meets high standards.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Alorica
03.2025 - 06.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained accurate records of customer interactions to support reporting needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated appointments between clients and providers, ensuring efficient scheduling processes.
- Managed multiple calendars to optimize resource allocation and minimize conflicts.
- Communicated with clients to confirm details and address any scheduling changes promptly.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Customer Service Representative
Sykes
06.2020 - 10.2020
- Addressed customers courteously using suitable methods and problem-solving skills.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
- Followed up with customers regarding product functionality and overall satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Package Handler
FedEx
05.2019 - 09.2019
- Recorded item quantities and sorted goods into appropriate warehouse locations.
- Reported damaged products and workplace incidents to supervisors for review.
- Stacked and moved products on pallets and forklifts.
- Sealed and packed products according to instructions and specifications.
- Packaged and sealed items using appropriate labels and materials.
- Communicated with management to coordinate trailer movements in yard.
- Utilized heavy machinery and hand tools to move and load packages.
- Loaded and unloaded trucks by performing physically demanding tasks.
Scorekeeper
Basketball Services
04.2017 - 05.2019
- Keeping track of each team's roster, coaches, and scores
- Interacting with each team, giving instructions also keeping teams in order
- Prepare each game and make sure each team, player, and coach is present and accounted for
- Working and interacting with other co-workers, assisting them if needed
- Taught and explained rules and regulations governed specific sport.
- Inspected game sites for compliance with regulations and safety requirements.
- Signaled participants or other officials about infractions and to regulate play.
- Inspected sporting equipment and examined participants to ensure compliance with event and safety regulations.
Youth Counselor
After School Program
08.2016 - 04.2017
- Preparing lessons and activities for my group, giving instructions and helping each child
- Monitoring every child assigned to me, interacting, communicating, and managing behavior
- Assisting individuals with homework and different activities
- Encourage and motivate children to finish work as well as getting along with others
- Keeping order while remaining interactive
- Assigning worksheets, activities, and assignments
- Collaborated with team to coordinate member care and develop treatment plans.
- Responded to crisis situations to handle severe mental health and behavioral issues.
Education
Associate in Arts (A.A) - Computer Information Systems
Seminole State College of Florida
Altamonte Springs, FL11.2022
High School Diploma - undefined
Wekiva High School
Apopka, FL01.2016
No Degree - Information And Communication Technology
Seminole State College of Florida
Sanford, Florida, FLSkills
- Decision-making skills
- Issue and Complaint Resolution
- Interpretation and Translation Services
- Understanding Customer Needs
- Community Resources and Education
- Mentoring Youth
- Physical Strength and Stamina
- Problem Anticipation
- Communication skills
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Paperwork and Reporting
- Issue and Problem Resolution
- Social Perceptiveness
- Critical Thinking
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Data entry
- Call center experience
- Conflict resolution
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- Customer response
- Appointment scheduling
- Salesforce
- Payment processing
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Analytical thinking
LANGUAGES
English Native
Spanish Conversational
AWARDS
President's List
Timeline
Customer Support Specialist
Alorica
03.2025 - 06.2025
Customer Service Representative
Sykes
06.2020 - 10.2020
Package Handler
FedEx
05.2019 - 09.2019
Scorekeeper
Basketball Services
04.2017 - 05.2019
Youth Counselor
After School Program
08.2016 - 04.2017
High School Diploma - undefined
Wekiva High School
Associate in Arts (A.A) - Computer Information Systems
Seminole State College of Florida
No Degree - Information And Communication Technology
Seminole State College of Florida